Review of the Santa Clara Valley Transit Authority Introduction on an integrated transportation system,

The VTA has done a good job of 33 12 listening to radio or using cell phone 20 7 not properly collecting fares collecting information on vehicle 7 3 intentionally delaying the schedule accidents, however other than compiling 7 3 rude to passengers or other motorists statistics for the annual report, there has 5 2 off route or skipping stops been little management analysis and utilization of the data. (Ref. Facts #1, 2

Passengers on light rail are at ahead of schedule and seven were significantly higher risk for assault than intentionally delaying the schedule. passengers on buses. This disparity reveals an unacceptable risk for light rail

The VTA has not devoted sufficient process to expand the observation efforts attention to heightened security concerns to include an outside consulting group underscored by the events of September that will provide independent observers 11, 2001. (Ref. Fact #7) to travel on VTA vehicles.

The planned upgrade of VTA’s entire

The VTA does not sufficiently track and customer satisfaction, such as numbers evaluate on-time performance of its or types of customer complaints. buses and light rail vehicles. Confidence levels for customer destination arrival at

The VTA has identified a number of scheduled. Management objectives are customer service problems that need centered on meeting service objectives and correction by way of its Back-to-Basics the system-wide factors that inhibit Program. (Ref. Facts # 14 & 16) completing the schedule. However, factors that are just as important to the rider, but

The VTA has done a good job of under the immediate control of the operators collecting information and statistics on themselves, such as timing of stops, are not customer complaints in the CARE tracked to the same level. database; however, the system does not provide comprehensive reports that The Grand Jury agrees that VTA vehicles could be useful in determining ways to were generally clean and well kept. improve service and performance. (Ref. Problems with the bus stops were noted, but Facts # 17 & 18) the facilities in general were considered good. Driver discourtesy was not seen as a

Station identification signage and sign significant problem, and the Back-to Basics visibility on the light rail system is Program is spotlighting any concerns in this inadequate to effectively serve area. passengers. (Ref. Fact # 20) Information on VTA schedules and standard CONCLUSIONS services was readily available, as was information on programs, such as airport or The Grand Jury believes the overall efforts arena shuttles. Line-specific schedules of the employees at the VTA are providing were available on vehicles ridden by the the residents of Santa Clara County with a Grand Jury. However, information on quality transit system. However, the Grand where to make a complaint, complaint forms Jury is concerned that transportation or information on obtaining special services operations management is more often was more difficult to obtain. focused on improving image than on analyzing data and implementing proactive The VTA staff responsible for processing strategies for improving service. customer complaints was observed by the Grand Jury to be committed to the The Grand Jury also believes that the responsibility. Service complaints are sheriff’s recent implementation of a near- resolved and responses are returned to the zero tolerance policy and the issuance of complainants in a cordial and expedient more citations for minor infractions is manner. It appears to the Grand Jury that engendering an improvement in security. the CARE database is an excellent tool for This approach seems to have resulted in a tracking complaint assignment and decrease in the need for arrests for more resolution, and has the potential of being an serious infractions. The current numbers are outstanding management source of reports in contrast to prior years, when arrests for improving quality of service. increased in proportion to rider volume. 6

routinely compile and publish reports of indicators for quality of service or 5. The VTA does not sufficiently track and customer satisfaction, such as numbers evaluate on-time performance of its or types of customer complaints. buses and light rail vehicles. Confidence levels for customer destination arrival at 19. Station announcements on both the bus the scheduled time, especially for trips and light rail vehicles are frequently that involved multiple transfers, is not skipped, garbled or unintelligible. known. There is a serious need for VTA to improve on-time performance. This 5 one issue holds great significance for the The Grand Jury observed that the VTA quality of service being provided to places a high level of importance on transit customers. (Ref. Facts # 12, 14 & providing the quantity of service promised

The August 2001 Back-to-Basics Survey & 3) (noted in table above) concluded that of 282 bus operators observed, 76 operated

Supervisors and administrative staff are passengers. (Ref. Fact #5) serving as rider-observers for the Back- to-Basics Program. Negotiations are in

The VTA has procedures in place for communications systems should alleviate complaint tracking and resolution. The current communications deficiencies. CARE database system provides the Implementation is expected to be complete ability to maintain extensive complaint in 2004. In the meantime, the practice of records, but it has limited report relying on cellular telephones to fill in for generation capabilities. inoperable onboard communications units is inadequate to assure passenger and

Based upon evidence provided to the operator security. (Ref. Facts #8, 9, 10 & Grand Jury, VTA management does not 11) routinely compile and publish reports of indicators for quality of service or

Station announcements on both the bus the scheduled time, especially for trips and light rail vehicles are frequently that involved multiple transfers, is not skipped, garbled or unintelligible. known. There is a serious need for VTA to improve on-time performance. This 5 one issue holds great significance for the The Grand Jury observed that the VTA quality of service being provided to places a high level of importance on transit customers. (Ref. Facts # 12, 14 & providing the quantity of service promised 15) in their published schedule, as measured by the ratio of trips completed to trips